Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/09/2024

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  RE: Contract #******-1 - On Aug. 3, 2024, my wife sent an email to the address on the Lake City Equipment & Event Rental website regarding a brush mower rental. The rented mowers blades were clearly not properly sharpened prior to our usage. The mower did not effectively cut the brush, but rather just mashed the vegetation down. Because of this substandard equipment performance, resulting from inadequate maintenance, we ended up using more fuel and time to mow our fields which required two or more passes to get a somewhat decent result. When I returned the mower, I notified two separate ***resentatives about my experience due to the dull mower blades. The first ***resentative said he would try to sharpen them, and the other, who was in the office, dismissed my concerns and assured me that the mower was working as it should. He said they dont need to be sharp; it just mashes the brush around and tears it up. Before following up via email, I researched the written instructions for this mower, which clearly recommends frequent sharpening of the blades. After my wife sent the Aug. 3 email, a ********* *** called and left a voicemail. We returned the call as soon as we were available, which was after business hours, and left a message requesting that they please respond to our email. After more than a month, ********* has not responded to our email, or contacted us by any other method. We have rented from ********* in the past without complaint. It is unclear why ********* is failing to address our concerns regarding the rental of their substandard equipment.

  Business Response

  Date: 09/25/2024

  we do our best to attend to the needs  of our customers... we tried to respond via telephone to the info email received from Mr. ***** wife. At the time of return if Mr **** would have just asked for us to work with him on it we would of said what do you think is fair and came to an agreement. ( Ask and you shall receive). We want the best experience and outcome for our customers with our ********************. Mr **** had the unit for a week, if the blade was dull he could have called or brought the unit back and we would have addressed the issue. he did neither.... we still do not know what Mr. **** or his wife are asking from us??? We are open Mon- Fri 7:00 am to 5:00 pm Sat. 8:00 to 5:00 closed Sunday... we are available... We have been doing rental for over 20 years at this location and 15 years for another company...we have not been successful by taking advantage of our customers, in fact we thrive on the satisfaction of our customers using our ********************. Respectfully,
  **** ********

  Customer Answer

  Date: 09/30/2024

   
  Complaint: 22258597
  
  I am rejecting this response because:

  Thank you, ****, for responding to our BBB complaint. We do acknowledge that you left us a voicemail after we sent two emails and left a voicemail after hours.  After your return phone call, we left two more voicemails for you respectfully requesting that you simply respond to our initial email message as it is easier and more convenient for us than playing phone tag.  Unfortunately, we only received the one voicemail from you. When I returned the mower, I mentioned to the employee handling equipment, and to you, that the blades were very dull this time, unlike when weve rented from you in the past. The other employee said he would try to sharpen them.  But, you were **** and dismissive of his comments and no further discussion was to be had. Ask and you shall receive was not the tone of your response on the day of the return.  We had the mower for four days, which resulted in us paying the full weekly rate. Due to an unexpected change in my schedule, I was finally able to use the mower late Saturday and all day Sunday. By the time I realized the mower was not working as efficiently as in the past, ********* was closed for the remainder of the weekend. So, I made the best of the situation and planned to discuss it upon drop-off on Monday.  Based on our past good experiences with *********, the dismissive reaction I received was surprising and disappointing. Since an unusual amount of time and fuel was spent to achieve the intended results when I was actually operating the mower, and considering that we only put two days of wear and tear on the equipment, we feel that a 50%refund of the total bill is a fair request. Thank you.

  Sincerely,
  
  *******